Due to her back injuries, Dr$.$ James needed a high$-$quality office chair with adjustable lumbar support and other features that would allow her to sit for hours at the computer. Dr$.$ James' positive experience with Herman Miller chairs at work influenced her to research the brand for a home office purchase. She began her search on Monday by visiting Amazon but soon realized that she didn't know what all of the features listed were or what benefits they provided.

Next, she visited the Herman Miller website, read explanatory information and narrowed her choices down to one particular chair model. She chatted online with a Herman Miller website sales representative to confirm a few pieces of information but was dismayed by the $$1,049$ price tag of the chair she wanted.

So she left the Herman Miller website and used Google to search for other vendors of the desired chair model. She found a website that offered $100\%$ refurbished Herman Miller chairs at half the price of a new chair. Dr$.$ James placed her order and later received an email that gave an estimated delivery date of Friday, August $20$th$,$ as well as a FedEx tracking number. Dr$.$ James used the FedEx number to look$-$up her order status today and found that the chair had not yet been picked$-$up by FedEx as of August $12$th$.$

This scenario is an example of:

Select one:

a$.$ a voice of customer experience

b$.$ CRM

c$.$ a customer journey

d$.1-$to$-1$ marketing campaign